How to make sure the right quality is delivered by my translation vendor? (Sabine Rioufol, eBay)

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<p>MANAGING HIGH QUALITY EXPECTATIONS FROM HT VENDORS</p> <p>MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORSOctober 14, 2015SABINE RIOUFOL</p> <p>Ht q2 quality results overviewData provided by our main Translation vendor</p> <p>Volume by LanguageLANGUAGE2015 Q2PTBR86,780HK17,252NL42,173NLBE19,583FR128,640FRCA41,881DE144,222IT95,624ESLA87,859PL94,729RU94,410CN47,362ES114,689</p> <p>Done</p> <p>EvaluationsQ2 QA Success Rate: 99.86%MonthFAILPASSGrand TotalApril0211211May1277278June0247247Grand Total1735736</p> <p>HOW DID WE GET THERE?Its all about partnership and the incentive to do well </p> <p>WE SET UP OUR VENDORS FOR SUCCESSLINGUA LEADS (LLs) :</p> <p>-&gt; TWO LLs REVIEWERS PER LOCALE LLs QUALIFIED BASED ON EXPERIENCE AND TESTED IN REAL TIME TEST EVALUATION PERFOMED BY OUR IN-HOUSE LINGUISTS - &gt; TOP NOTCH REVIEWERS SYSTEMATICALLY ASSIGNED TO OUR PROJECTS</p> <p>TRAINING :-&gt; EACH NEW LINGUA LEAD IS TRAINED BY MOST EXPERIENCED COLLEAGUES ON THE VENDORS SIDE-&gt; EBAY LANGUAGE SPECIALISTS ALSO TRAIN THEIR LLs ON NEW PROCESSES AND MAJOR CHANGES (STYLE GUIDE REVAMPS, NEW FEATURES, USE OF VARIABLES)</p> <p>COMMUNICATION:-&gt; QUARTERLY CALLS SCHEDULED FOR EACH LOCALE WITH A PRE-ESTABLISHED AGENDA MINUTES AND ACTION ITEMS FOLLOWING THE CALL</p> <p>QUALITY EVALUATION-&gt; FEEDBACK PROVIDED ON DYNAMIC AND STATIC CONTENT - FEEDBACK METRICS (PASS/FAIL) COMMUNICATED TO OUR VENDORS ONCE THE PROJECT IS REVIEWED OVER A FEW WEEKS, OUR EXPECTATIONS ARE MADE CLEAR TO ANY NEW VENDOR WE ON-BOARDMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS 6</p> <p>Evaluation criteria and processOur vendors are financially accountable</p> <p>EVALUATION CRITERIA ESTABLISHED IN OUR SLA</p> <p>MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS8</p> <p>EVALUATION CRITERIA ESTABLISHED IN OUR SLAMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS9</p> <p>PENALTIES - EXAMPLEMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS10</p> <p>PENALTIES - EXAMPLEMANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS11</p> <p>NEXT STEPSWhat we are working on</p> <p>COMING IN 2016</p> <p>TOOLING TO GENERATE AUTOMATED ERROR ANALYSIS AND DATA CAPTURE DURING HUMAN REVIEW</p> <p>MANAGING HIGH QUALITY EXPECTATIONS WITH VENDORS13</p>